MetLife ServicioPro: Scaling into Enterprise Service Management (ESM)

Описание: The architecture and Design System established for AsesorPro paved the way for a major strategic spin-off: ServicioPro. This platform was designed to function as an in-house Service Management system (similar to ServiceNow), specifically tailored to MetLife’s unique operational ecosystem.

Key Features & Operational Excellence:

End-to-End Case Tracking: We developed a centralized system to monitor open cases across multiple categories, providing full visibility into the lifecycle of every internal procedure and client request.

Intelligent Workload Distribution: I designed features for lead and case assignment, allowing managers to dynamically distribute tasks to advisors based on capacity and urgency.

SLA Governance & Prioritization: To ensure compliance with corporate Service Level Agreements (SLAs), we implemented high-visibility indicators for "Immediate Attention" cases. This UX solution allowed the team to mitigate risks and maintain peak operational standards.

In-House Efficiency: By building this solution in-house, we ensured 100% alignment with MetLife's internal workflows, avoiding the friction and high licensing costs of generic enterprise software.

Strategic Impact:
ServicioPro successfully bridged the gap between different departments, transforming how the company handles internal requests and ensuring that every case is resolved within the established legal and commercial timeframes.